Fairness: we believe that complaints should be dealt with fairly and openly. Unless it would put other
people at risk, those affected by a complaint should have a chance to contribute and respond to any
investigation.

Safety and welfare take priority: we will always give priority to concerns that affect safety and welfare. All
issues will be treated very seriously.

Confidentiality: we treat complaints as confidentially as possible.
Sometimes we have to discuss complaints with other organisations. If we are worried about a risk to a
person or to the public, we might need to pass on our concerns to the right authorities.

Informal Resolution
NSFC encourages anyone with a complaint to first approach the individual involved in an effort to
resolve the issue informally. We find that most issues can be resolved in this manner.

For more serious issues, if the complainant is uncomfortable confronting the issue or if the behaviour
continues then the complaint should be reported to the Club Administrator. The administrator may
directly intervene on the complainant’s behalf or assign a committee member or club representative to
do so. This may result in issues being resolved, or informal mediation or reconciliation may be
suggested as an option.

Mediation should treat the complaint not as an offence but as a breakdown in a relationship. The aim of
mediation is not to establish whether the harassment allegations are true, to apportion blame, or to
supply justice for a wronged person. Rather, mediation focuses on repairing the relationship, especially
on forging an agreement between the parties over how they will act towards each other in the future.

Formal Resolution
If the compliant is of a serious nature or informal resolution is not deemed appropriate or has failed then
a formal resolution may be required.

A formal complaint needs to be expressed in writing. It must include all details necessary to facilitate
investigation of the matter. It must identify the individuals involved, the specifics of the incidents that
gave rise to the complaint and the outcome the complainant is seeking.

Process
Upon receiving a formal complaint NSFC will proceed as follows:
• The Club Administrator or another NSFC representative from the relevant subcommittee will be
assigned to look into the matter.
• All efforts will be made to ensure the complaint is dealt with as expeditiously as possible.
• The complaint will be acknowledged in writing.
• If further information is required from the complainant a request will be made.
• The subject of the complaint will be contacted, informed of the process, be given a copy of the
complaint and be asked to respond.
• At his / her discretion the NSFC representative may contact other relevant persons to obtain
more information.
• NSFC will not share information if we think that this will endanger someone’s safety or welfare.
• The NSFC representative will share the complaint with the relevant subcommittee and they will
decide what action, if any, is to be taken in dealing with the subject of the complaint or the
complainant.
• All parties involved in the investigations will be advised that the complaint is to be treated in strict
confidence.
• Any decision regarding the complaint will be communicated to all affected parties.

Possible outcomes of a complaint
• A change in arrangements for particular activities
• An explanation or apology
• An agreement to communicate or act differently in future
• A follow up on any changes made as a result of the complaint
• Undertaking by the subject of the compliant to take positive steps to ensure the behaviour does
not recur
• Removal of the subject of the complaint from his/ her role
• Cancellation of membership

Criminal offences
NSFC has no jurisdiction over criminal offences and such offences should be reported to the police.
NSFC should also be made aware of any such offences so that the club can take any action it can to
ensure the ongoing safety of its members.

League, fixture or rule interpretation complaints
Nelson Bays Football overseas the structure, sets fixtures and is the local body of NZ Football /
Mainland Football. If you wish to make a complaint regarding league set up, grading or fixtures you will
need to do so in writing to NSFC. NSFC will raise it on your behalf.

Complaints Form

Name*

Email*

Phone*

Nature of Complaint*

Suggested Outcome*

Ways you have attempted to resolve your complaint*

If your complaint is resolved after lodgment of this form, please advise the club as soon as possible. By pressing 'Submit', I declare that the information supplied by me is, to the best of my knowledge, true and complete. I understand the process that will be followed by the club and acknowledge that the subject of my complaint will be contacted and given a chance to respond.